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Technical Support Agent

Technical Support Agent

Information Systems
Job Locations 
Employment Type 
Regular Full-Time
Position Schedule 
Monday-Friday: 8am-5pm

More information about this job

Position Summary

WESTMED Practice Partners is currently recruiting for a Technical Support Agent.  The Technical Support Agent provides assistance with first level support to all patients requiring support with My Westmed patient portal and mobile application. Support includes receiving and logging calls, emails and tickets, answering end-user questions, assisting or educating end-users on computer-related functions with-in the portal, trouble-shooting and repairing problems remotely, and escalating as required to second level support or management.

Essential Job Functions & Responsibilities

  • Walk patients through basic problem solving process in a professional manner, providing assistance through each step and ensuring the problem gets resolved to the patient's satisfaction
  • Verify patient identity and setup new portal accounts
  • Provide customer-friendly and proficient technical support to patients using phone, email, and other means of communication
  • Open and track tickets and resolve all tickets in a timely manner
  • Work closely with Application Specialist and Analyst team to resolve issues quickly
  • Communicate pertinent information with senior management
  • Gather the information needed to resolve patient issues and provide verbal and remote instruction/assistance to patients, including status updates as needed
  • Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines
  • Respond to customer inquiries via e-mail, telephone, and in-person
  • Demonstrates ability to provide technical service adjusting approaches to reflect developmental level and cultural differences of population served
  • Follow-up with patient to ensure problem has been resolved and patient is satisfied with the solution and service provided
  • Successfully meet or exceed WESTMED's call handle requirements as measured by periodic call monitoring and individual call statistics
  • Run reports and quality assurance tests to determine malfunctions that continue to occur
  • Document reoccurring issues, voice concerns to web systems analyst and leaders, in effort to reduce potential future similar issues
  • Create and maintain documentation
  • Provide technical assistance to support IT department as needed
  • Perform other duties as assigned

Required Qualifications

  • Strong analytical, problem solving and troubleshooting skills
  • Strong PC hardware and software skills are essential
  • Strong attention to detail
  • Prior Customer Service experience is desired
  • Call Center experience is desired
  • Excellent listening skills, written and verbal communication skills using phone, e-mail, and other forms of communication
  • Must be able to multi-task and prioritize
  • Proficiency with Internet browsers and MS Office

Preferred Qualifications:

  • Associate Degree, Technical college certificate or 2 years of experience preferred in Information Systems or related field
  • One year previous Call Center support experience preferred
  • Positive attitude and a focus on the end-user experience

Company Overview

Here at WESTMED Practice Partners, one of the most successful management services organizations in the United States health care community, we look for individuals who are interested in and seek a challenging, growth-oriented, dynamic and friendly environment. Individuals with a strong work ethic along with a caring personality are who we find to be most successful here, fitting into our not so basic mantra of simply being “Smart" & “Nice". Our organization is constantly looking to bring on like-minded people who have a genuine interest in helping people and possess an intellectual curiosity to try and do things better and more efficiently. We strive to bring out the best in all of our team members and provide individuals with the support they need to achieve their career aspirations.


WESTMED Practice Partners is a healthcare management services company that has evolved from the success of the Westmed Medical Group, one of the largest multi-specialty medical groups in the country. In partnership with our clients, the mission of WESTMED Practice Partners is to improve the health of the communities we serve. We seek to grow the quality and efficiency of outpatient healthcare services by the design and management of free-standing, comprehensive medical offices with a focus on primary care. For more information, visit our web site at


We provide a modern office environment, state-of-the-art equipment and technology as well as competitive benefits and salary. Our benefits include medical, dental, free copays for employees who see Westmed physicians, discounted vision glasses, life insurance, AD&D insurance, short-term and long-term disability, 401k and profit sharing, flexible spending plans, and more.